The 7R Technology organization is committed to building products that help restaurants create magical experiences every day. We are a small, but rapidly growing team of engineers, scientists and builders who are on a mission to fundamentally transform the hospitality industry. Our engineers are guided by the following core values that help us stay connected and shipping often: Ownership, Customer Obsession, Collaborate & Be Transparent, Measure & Monitor, Be Creative and finally Be Yourself.
About the RoleSevenRooms is hiring a remote Technical Support Engineer to manage and solve client support cases. Reporting directly to the Senior Director of Engineering, you will leverage technology and software to solve problems and maximize productivity and efficiency for our clients.
You're excited about this opportunity because... Product Support: Manage client support cases on a daily basis, and document customer interactions and resolutions in Zendesk. Support clients on payments cases, from investigation to resolution. Own our Payment Processor knowledge, contributing to organization overall readiness Partner Cross-Functionally: Partner with internal teams including Product, Engineering, Sales, and Customer Success to identify and resolve Tier 2 product, feature, and integration issues; provide customer feedback and insights to inform product roadmap Quality Assurance: Perform detailed QA of application and customer environment issues Documentation: Become a SevenRooms product expert, and contribute to our technical knowledge base and support documentation Technical Aptitude: Assist with coding and producing out-of-box and custom client projects Identify Solutions: Research, diagnose, troubleshoot and identify solutions to resolve system issues We're excited about you because... 3+ years of experience in a technical support role; B2B and/or SaaS experience preferred Must have solid understanding of Javascript Knowledge and experience in APIs required Payment-focused technical support experience a plus Experience in some of the following: JSON, HTML, Python, including the ability to inspect and diagnose issues in web applications, mobile and data-intensive applications Experience using Zendesk, Jira, and Salesforce a plus A commitment to providing extraordinary customer experiences and the tenacity to drive issues to resolution Experience authoring and administering documents for training and knowledge bases Strong analytical, problem-solving ability paired with strong organizational skills Excellent verbal and written communication
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